Customer Experience Manager

  • вработување
  • Од каде било
  • Аплицирањето е завршено
Advantcode

Advantcode

Advantcode is establishing a software engineering and support base for several leading clients in various industries. This is an amazing opportunity to work for a high growth US based startup in the entertainment industry seeking a “Customer Experience Manager” who will take ownership of customers’ issues and drive them toward resolution. They will advocate for those customers when working with the product and development teams. They will establish processes and grow a team that can support the complex needs of the partners as they integrate tools into some of the most popular apps from the biggest names in sports and entertainment.

 

We are looking for someone who has a history of continuously assessing and improving the interactions between the users of a product and the team that supports them. From day one, you must be able to hit the ground running and bring all you have to the team to make the experience of integrating the products the best that it can be. Most importantly, you have a positive “can-do” attitude and a passion for delivering the best experience possible while working in a fast-paced startup environment.

 

WHAT YOU’LL BE DOING

 

  • Developing listening points in the customer journey, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement
  • Assisting customers calls escalated to managerial level, confirming all complaints responded to per contract requirements
  • Defining customer experience team objectives, to include establishment of priorities, targets, metrics and accountabilities with communication to be shared with key cross functional stakeholders.
  • Managing escalations and problem resolution within the customer service department to ensure customer needs are continually met and key stakeholders are informed.
  • Establishing and maintaining the service metrics for department performance and establishing goals for continuous improvement. Publishing and communicating the metrics with the department and regularly sharing with key stakeholders.
  • Making sure all deliveries are as per defined SLA.
  • Leading a team of customer support engineers; assisting them with key escalations and best practices and liaising with product and engineering teams for escalations and ensuring proper prioritization is maintained.
  • Driving  customer retention, reducing churn, and increasing customer satisfaction.
  • Guiding team in effective client issues resolution and handle any escalations
  • Attracting, hiring and retaining a group of Customer Experience Engineers/Associates, ensuring rapid onboarding process for new team members, fostering collaboration within internal teams and across the customer lifecycle
  • Working closely with Sales reps and Solutions Architect to identify new opportunities and upsell potential
  • Ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services

 

PREFERRED QUALIFICATIONS 

 

  • Minimum 9 years of relevant experience in a client-facing role, preferably in customer support, customer experience or customer success
  • Ability to communicate with software engineers through foundational understanding of APIs, software libraries, technical documentation
  • Experience in setting up the whole processes around customer lifecycle, SLA’s, turn-around time, resolution period etc.
  • Demonstrated trajectory of success with people-management, coaching, and up-levelling and amplifying team competencies
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Deep business operations expertise; has solid experience with salesforce/CRM tool, and adept with creating reports and dashboards is highly preferred
  • Ideally combined background of post-sales, sales, and consulting services experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models

 

WHAT WOULD BE COOL 

 

  • Strong empathy for customers AND passion for revenue and growth
  • Demonstrated desire for continuous learning and improvement
  • An enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Demonstrated success at skilful negotiation and strategy implementation
  • Excellent organizational and task management skills.
  • Takes regular direction from more senior level staff.
  • Demonstrated excellence in written and verbal communications.
  • Self-starter, who can learn on the go and overcome all challenges
  • Exceptional written and verbal communication skills
  • Experience of working in a fast growing start-up is preferred.
  • Ability to work in global cross-office teams
  • Ability to manage multiple priorities and meet deadlines

 

WHAT WE OFFER

 

  • Competitive Salary
  • Exposure to diverse clients and projects
  • Be part of a rapidly expanding, dynamic, and committed company
  • Work in a global and intellectually stimulating environment
  • Private health insurance package and other perks